Customer Service

 


 

Customer Service

Updated February 12, 2011

We are committed to provide unparalleled customer service and support. Your satisfaction is always our number one priority.

If you have any questions, comments or concerns, please email us at:
info@longmeadowranch.com

Or, please call us toll free: (877) 627-2645

You can send us mail at:
Long Meadow Ranch Winery
738 Main Street
St. Helena, CA 94574

Our normal business hours are: 9:00 AM to 5:00 PM (Pacific) Monday through Friday.

Cancellation Policy for Logan-Ives House Food & Wine Experience Bookings
We strive to provide our guests with the best Napa Valley experience . Our Food & Wine Experience offerings are in-depth and intimate occasions in our small dining rooms. Therefore, we rely upon reservations being honored by our guests and we need adequate notice of any change to your plans or arrangements.

  • Credit card details are required to confirm all bookings.
  • 24 hours notice for the Logan-Ives House Pairing and Farm-to-Table offerings are required to make any changes to the number of guests or to cancel your booking. The cancellation fee is $50 per person.
  • 48 hours notice for the Napa Valley Dream offering is required to make any changes to the number of guests or to cancel your booking. The cancellation fee is $75 per person.
  • In the event of changes to the number of guests, cancellation inside of 24-48hrs, or "no-show" your credit card will be charged the applicible fee.
  • No fee will be charged if we are able to re-sell the seats.
  • In the case of special event bookings (including but not limited to Wine Dinners, Valentines Day, Mother's Day, Father's Day, Thanksgiving, Christmas and New Year week events), the cancellation fee may be up to 100% of the price.

Important Shipping Information
You must be 21 years of age to order or receive shipments of alcoholic beverages. All shipments containing alcoholic beverages are sent with an "Adult Signature Required" sticker. The carrier that delivers your wines is required to ask, and check, for identification upon delivery.

We ship via ground or air. Our default shipping is UPS ground. If you prefer 2-day, this is available in the drop down menu while checking out of the store.

We monitor weather conditions and will hold your shipment in case of extreme temperature to ensure the quality of your wine upon delivery. In addition, wines are shipped from our fulfillment center Monday to Wednesday only to avoid long stays in shipping warehouses over weekends.

In compliance with current state laws, Long Meadow Ranch Winery is able to ship to the following states:
AK, AZ, CA, CO, DC, FL, IA, IL, MI, MN, MO, NC, ND, NM, NV, NY, OH, OR, TX, WA.
We are constantly working to add more states to our distribution list.

Olive oil and beef shipments are available to all US states. 

Item Availability and Processing Time
Most items are available immediately. Some products ship directly from the winery and may require additional processing time.

Your order will ship within 4 business days, if not, you will receive an email or phone call from our customer service specialist describing the cause of the delay, and you will be given a new projected shipping date. If the new delivery schedule is not acceptable, you can cancel the order for a complete refund.

Beef orders ship on Monday and Wednesday only by 2-Day Air. You will receive an email with your package tracking number once the beef has shipped. If you need the package to arrive on a certain day, be sure you contact our office in advance, or add a note in the comments section of your order.

Wine and oil shipments are shipped from Monday through Wednesday from our fulfillment center. You will receive an email with the tracking number of your order, If you need the package to arrive a certain day, make sure you contact our office in advance, or add a note in the comments section of your order.

Standard Ground Shipping
The standard shipping option for all orders is the Ground Delivery service of United Parcel Service (UPS). Orders shipped Ground will typically arrive 3 - 14 business days after the order leaves the warehouse.

Express Shipping
Express Shipping, via Fedex 2-Day Air is available for an additional shipping charge. If you wish to ship express, please select this option in the shipping drop down menu when checking out of the store.

Order Tracking
You will receive an email containing the order tracking information. If you have problems or do not receive this email. please contact Customer Service for additional order tracking information.

Shipping & Handling Charges
Shipping & Handling charges are noted during the check-out process.

Multiple Delivery Attempts
If no one is available to receive the package and it can not be left in a secure location, two subsequent attempts to deliver will be made. Wine orders require an adult signature, so whenever possible, we strongly encourage you to use a commercial business address to assure the fastest delivery time.

Back-Ordered Items
If one or more items that are to be shipped from our warehouse is on back order we will hold the entire shipment unless you instruct us to do otherwise. If you need the In-Stock items of your order to be shipped without delay, please contact us via phone or email and we will ship out the In-Stock items at no additional shipping cost. If the back-ordered portion of your order is scheduled to be shipped directly from a manufacturer, we will ship all In-Stock warehoused items according to their normal processing schedule.

Benefits of Using a Commercial Delivery Address
We strongly encourage you to provide us, whenever possible, with a commercial address for the delivery of your order. Having your order shipped to your work address provide all the following benefits:

  • Wine orders require the signature of an adult.
  • Your order may arrive earlier: UPS commercial address deliveries for all levels of service typically arrive earlier in the day than at residential addresses.
  • You won't need to worry about missed delivery attempts: All deliveries will occur before 4:30 PM on a business day.
  • You will experience fewer driver errors: UPS drivers know their commercial routes like the back of their hands (if not better). Fewer driver delivery errors occur with deliveries to commercial addresses.
  • Your orders won't be left un-attended: UPS Drivers make a judgment call as to the relative security of your packages left on front porches and similar locations. A work address eliminates are possible problems with package theft or damaged.

Returns and Exchanges
Please contact us by telephone prior to returning a purchase so that we can issue you a Return Merchandise Authorization Number.

Security Policy
We understand your concerns about online security. Because we share your concerns, we work diligently to keep our site a highly secure ordering environment so you can shop with confidence. The result is a Web site that offers you the high level of service, convenience and trustworthiness.

The Secure Order Process
Using our e-business software, in conjunction with features built into popular browser software, our site provides advanced security for your online purchases.

1. Entering Your Order
Every purchase is secure, and clicking a Checkout button on the Shopping Cart page is all it takes to get started. The security features are automatic; you don't need to do anything special to invoke them.

2. Making a Positive ID
Once you've clicked the Checkout button, your browser looks for a digital certificate to confirm that it is communicating with us. Once a positive ID is made, your order continues.

3. Entering Secure Mode
Next, your computer and our server begin communicating in secure mode, sending data back and forth in an encrypted format.

After your browser has entered secure mode, we'll ask you for your credit card information. The encryption features of browser software are exceptionally powerful and ensure the security of data as it is transmitted to our server. Our site makes use of the Secure Sockets Layer (SSL) protocol and 128-bit strong encryption to provide the highest level of security available.

4. My Order Is Complete. What Happens Next?
Security measures continue even after you've placed your order, as we process your order in a highly secure computing environment.

You will receive an email confirmation of your purchase, and you will be directed from Secure Mode back to the website.

Important! Your order will be processed by Long Meadow Ranch Winery, Inc. We handle all order processing and order fulfillment. Your credit card statement will list Long Meadow Ranch Winery as the merchant for your order.

Making a Purchase with a Browser That Doesn't Support Security?
You can't. Because we don't want you ever to have to worry about ordering from our site without a secure connection, we've designed our system so that it will process orders only with browsers that support secure mode.

Please note that the latest versions of Netscape's and Microsoft's browsers have security features and both are free for downloading. Visit either company's web site for details.

We've worked hard to bring you a secure online ordering environment. We hope you'll contact us with your questions, comments or concerns

Forgot Your Password?
In the event you forget your account password, please send us an email to password@longmeadowranch.com. We will email you your Username and Password.

Guarantee
We measure success by the satisfaction of our customers. We want to bring you the best products at the fairest price, backed by the best service possible. In our experience, that's the only way to create relationships that stand the test of time.

If you need to schedule the return of any item, please call us at (877) 627-2645 or email us at info@longmeadowranch.com for complete details.

 
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Email: info@longmeadowranch.com
Phone: 877-NAPA-OIL (707-963-4555)
Fax: 707-963-1956
Address: Long Meadow Ranch Winery & Farmstead
738 Main Street
Saint Helena, CA 94574 USA
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© Copyright 1998- Long Meadow Ranch
The LMR, LMR Corral Club, Long Meadow Ranch, Napa Valley Select,
Prato Lungo, and Ranch House Red trademarks are owned by Long Meadow Ranch
Partners, L.P. and are used under license by Long Meadow Ranch Winery, Inc.
All Rights Reserved.